Saturday, July 16, 2011

A letter to Microsoft

You may know already I have been hacked, and Microsoft's response in the matter has been horrible, note:not the agents, the polices and account management, especially for a PAID service

"Dear Microsoft,
My account was compromised June 30th, With 6000 MSP points purchased using PayPal, and my account ported to Russia. This was annoying of course because I was out money, however I reported this issue to PayPal, and my money was refunded instantly! Now using your recovery system via the web I was able to access my account, perfect PayPal gave me the money back and I have my account. My account was in Russia though so that presented a couple of problems as I tend to use the entire Microsoft ecosystem. Since Zune is not in Russia therefor my Zune's functionality has been drastically reduced, so much so I can't even download free podcasts, through your software. I love my Zune and with this my experience has been drastically reduced. Free shows you guys have given me throughout the years I no longer have access, and the few songs, and tv shows purchased I also no longer have access too. Moving on to Windows Phone 7, I recently acquired an one of these and love it! I do not use it as my main phone, but I was hoping after Mango releases that I might. I can't even use it as my main phone now if I wanted to. Those 2 issues seem somewhat solved with a new account you say, but my content won't transfer over, and I don't want a new account, My identity on the net IS Stealthgyro so much so I own Now okay this should be an easy fix, just log into my account and change it back to the United States, but you can only do that once a year. Fine, maybe Customer Service could help me out, and understand the extenuating circumstances and get my account back to United Sates. Since I had called them within hours of noticing the account was compromised. So there was already an investigation going. Then the customer service department left me a voicemail I believe Thursday the 14th. and actually got to talk to them on the 15th. And they essentially had some news for me, hey your going to get a free year of xbox live (even though I just got 10 months stolen btw) and a 100 Microsoft points for your new account since your old account was corrupt! Well thats not good news, as it was tried to be delivered as such. I have had my account for 5 plus years, which was great because I had my little 5 on my Gamertag which I was very proud of. Thats just not gonna work. I have quite the digital purchases on my xbox, roughly $100 in Rock Band/Guitar hero music. DLC for Halo 3 or Reach. DLC for Gears of War 1 & 2. And I am sure I could go on, in fact I provided customer service with the best itemized list I could provide in short notice. Not to mentioned how y'all changed the way Games For windows live keys work, and they are actually registered to the gamertag, therefore my copy of Dead Rising 2 that I purchased through steam is actually useless now because I can't use that key anywhere else. I have purchased Shadowrun on my the GFWL marketplace as well, what happens to that?! if Worse comes to worse unlock my account I'll port it back to the United States in a year fine! gimme a year membership for an alternate account in the meantime, but even that is just horrible. Also Achievements, yes its an arbitrary number, yet its genius for example I might get a game on Xbox over another system simply because I can get achievements, seriously why else would I buy Fruit Ninja on my Windows Phone 7. What else is there, I guess its a good thing I didn't start using my Sky Drive because I apparently would of lost that too. For reference the Customer service department recommended I use the Contact Us link. The e-mail address provided is the e-mail tied to my Live account. For the record I may even be missing things that I don't know about, I could of plain forgot. I want my account my social on zune, my friends list on xbox, my records, my music, my tv shows on zune, my podcasts, my windows phone 7 apps, This is all My stuff. I want MY account back."

Hello Chris,

Thank you for contacting online support for XBOX. I'm Agent and I'll be assisting you today.

I am sorry to hear that there is a possibility that there's unauthorized access on your Xbox LIVE account. Don't worry, I'll try my best to assist you with this concern.

Because of the seriousness of this issue, our best option is for you to contact Xbox phone support so they can start an investigation process for your account. Your subscription will be suspended during the investigation, so that no one can access it. The results of the investigation will be sent to you by e-mail.

The investigation might take up to seven days during peak times of the year, but the typical response time is three to four days. However, the time varies from case to case.

For US and Canada customers, you may call Xbox Customer Service at 1-800-469-9269 at your earliest convenience, and we'll be happy to help you. We are open everyday from 6am to 10pm US Pacific Time.

For customers in other areas, Please select your location in this link to view the contact information:

I hope I was able to provide you with the answers you're looking for.

If you need to reply to this e-mail, please reply 'with history' (include any previous e-mail) or reference to Service Request Number ********** so we can expedite our service to you.

Thank you for visiting If you should have future questions on Xbox products or services, please be sure to revisit our Web site,
Best Regards,

XBOX Support Services

My response to the above:
I understand I wrote a long diatribe, and I appreciate the rather quick response. I wouldn't mind a delayed response if you had read the whole thing though, I have already contacted Live support over the phone in face I have many ticket #'s [the latest is **********] THEY advised that I write an e-mail, perhaps they meant directly to someone at corporate. Is there a complaint e-mail or anything along those line please let me know, Thanks!

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